Job Description

Enterprise User Engagement Customer Success Specialist

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More at the MathWorks onboarding page.

As an Enterprise User Engagement Customer Success Specialist (CSS), you will join an account team that collaborates directly with a portfolio of Enterprise accounts, ensuring customers achieve their desired outcomes and expand adoption of MathWorks products and services. The CSS will focus on user engagement to improve customer satisfaction, business outcomes, and retention. This is an exciting opportunity to drive meaningful impact and foster strong, lasting relationships with our valued customers.

Responsibilities

• Identify and onboard new users to drive awareness of the Enterprise License and use of MathWorks tools, services, and training.
• Prospect to uncover opportunities for expanding product usage and training. Engage and qualify existing contacts to uncover additional needs and coordinate with Account Managers for further action.
• Design and execute private event plans in collaboration with the account team and promote the events through various channels.
• Develop tailored customer communications for effective engagement.
• Execute targeted follow-up with users and other engagement activities based on customer needs.
• Ensure accurate customer data and customer success activities are collected and entered into the CRM system.
• Measure results of all activities and identify improvements.

Minimum Qualifications

• A bachelor's degree and 6 years of professional work experience (or a master's degree and 3 years of professional work experience, or a PhD degree, or equivalent experience) is required.

Additional Qualifications

• Strong customer relationship-building skills.
• Customer-facing experience, including prospecting and targeted outreach to users.
• Persuasive verbal and written communication skills with excellent telephone skills and a high level of attention to detail.
• Strong time management and prioritization skills.
• Ability to work well both independently and within a team environment.
• Ability to analyze data and feedback.
• Proficiency in customer relationship management systems.
• Experience working in a B2B, high-tech environment is a plus.
• Familiarity with MathWorks products and tools is a plus.

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